Research Shows 86% of U.S. Adults Will Pay More For A Better Customer Experience
The Annual Customer Experience Impact (CEI) Report, conducted on behalf of RightNow, once again shows that delivering exceptional customer experiences is essential for any organization that wants to grow and sustain competitive differentiation in today’s market. Highlights from the report include:
86% of U.S. adults will pay more for a better customer experience.
89% of U.S. adults who’ve ever stopped doing business with an organization due to a poor customer experience began doing business with a competitor.
When asked specifically how companies can better engage with consumers to spend more, 54% said to improve the overall customer experience.
79% of those who shared complaints about poor customer experience online had their complaints ignored (i.e., received no response to their post(s) from the company/organization).
Worldwide CRM Applications Market Forecast to Reach $18.2 Billion in 2011, Up 11% from 2010
International Data Corporation (IDC) released its latest results from the Worldwide Semiannual Customer Relationship Management (CRM) Applications Tracker. The global CRM applications market recorded a very strong performance in the first half of this year, with revenues totaling $9.2 billion. The semiannual year-on-year growth of 13.3% was a third stronger than what it was a year ago.
Out of the four functional markets, Sales, Marketing, and Customer Service are each expected to achieve double-digit growth in 2011. While the Contact Center functional is not forecast to follow suit, it nevertheless should recover very strongly from a prior year decline of 3.6%. In terms of geography, Americas and Europe will be registering at least double the growth of 2010. A total of 18 vendors (two more than during the first half of 2010) achieved revenues of more than $100 million revenue during the first half of 2011 (1H11). Combined, these vendors captured a total market share of 63% with the remainder shared among 170 vendors and others. The two new vendors that surpassed the $100 million revenue mark in 1H11 were Nuance Communications and Reynolds & Reynolds.
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